Route a phone number (Edify Console)

Edify Console > Numbers > Route a phone number (Edify Console)

This article explains how to route a phone number to a destination (like a workflow, queue, or ring group) in Edify Console.

In this article

Overview

As an Edify admin, you have the ability to order and configure phone numbers for your business to use as needed. Once you have ordered a phone number(s), and it’s been added to your account, you can configure it by routing it to a destination.

There are two routes, or paths, to a phone number. There’s the voice route of the phone number, which is the journey the phone call takes when someone dials the phone number, and there’s the messaging route. The messaging route of a phone number is the person’s journey when they text the phone number.

Here are some of the ways you can route phone numbers:

  • Assign the phone number to a specific user or ring group.

  • Route the phone number to a workflow version to gather information from the caller before routing them to a queue team.

  • Route the phone number to a chat channel or direct message group to set up a conference line for that team to use for meetings.

You can easily change the routing for a given phone number at any time.

Visual breakdown

Refer to the labeled image below for more information on how to route calls and text messages made to any one of your account’s phone numbers.

  • Name (A): The Name field gives you the ability to name the selected phone number to more easily understand how it’s being used. When defining a name for a phone number, it’s important to make the name clear and easy to find as this name is displayed in other areas of the system, like when assigning a caller ID to a user’s profile or in the queue as a part of the queue activity located within the home list.

  • Voice Route To (B): The Voice Route To menu gives you the ability to select the destination type for where you would like to route inbound phone calls made to this phone number. The menu options here include ‘Extension’, ‘External Number’, ‘Queue’, ‘Ring Group’, ‘Workflows’, ‘Line Group’, and ‘Conference’.

    • Extension: The Extension option gives you the ability to route inbound phone calls made to the selected phone number to any user, ring group, or queue that has an assigned extension number.

    • External Number: The External Number option gives you the ability to route inbound phone calls made to the selected phone number to any external phone number. This means you can route inbound calls made to the selected phone number to another phone number that is not a part of your business’ Edify account.

    • Queue: The Queue option gives you the ability to route inbound phone calls made to the selected phone number to any of your enabled queues. When sending calls to a queue, a customer interaction is created within the specified queue.

    • Ring Group: The Ring Group option gives you the ability to route inbound phone calls made to the selected phone number to any ring group configured to your account. This gives you the ability to ring multiple users or phone numbers without requiring the call to be converted to an interaction managed in a queue.

    • Workflows: The Workflows option gives you the ability to route inbound phone calls made to the selected phone number to any published workflow on your account.

    • Line Group: The Line Group option gives you the ability to route inbound phone calls made to the selected phone number to a line group configured to your account. Line groups allow users the ability to “park” the call on an open line for another user to pick up from another location within the network of phone lines.

    • Conference: The Conference option gives you the ability to route inbound phone calls made to the a phone number to a conferencing line. Conferencing lines are created when chat users create a new channel and allow for any inbound call to the selected phone number to be directed toward the conferencing group.

  • Voice Route Data (C): The Voice Route Data menu gives you a list of specific voice routing destinations based upon the selection made in the voice route to menu. For example, if you have opted to route inbound voice calls to an extension, then this menu populates a list of all of the possible extensions on your account.

  • Voice Route Workflow Version (D): The Voice Route Workflow Version menu populates only if you have selected to route voice calls made to the selected phone number to a workflow. This menu gives you the ability to select the specific version of the workflow selected in the voice route data menu.

  • Message Route To (E): The Message Route To menu gives you the ability to select the destination type for where you would like to route inbound text messages, made to the selected phone number. The menu options here include queue, webchat, and channel.

    • Queue: The Queue option gives you the ability to route inbound text messages made to the selected phone number to any of your enabled queues. When sending text messages to a queue, a customer interaction is created within the specified queue.

    • Workflows: The Workflows option gives you the ability to route inbound text messages made to the selected phone number to any of your published workflows. This routing method gives you the ability to route inbound text messages through a workflow prior to reaching one of your users.

    • Channel: The Channel option gives you the ability to route inbound text messages made to the selected phone number to any UC Chat channel on your business’ account that you have access to.

  • Message Route Data (F): The Message Route Data menu gives you a list of specific message routing destinations based upon the selection made in the Message Route To menu. For example, if you have opted to route inbound messages to a queue, then this menu populates a list of all of the possible, active queues on your account.

  • Message Webhook URL (G): The Message Webhook URL field gives you the ability to define where you would like inbound text messages sent to, in the event that you would like for them to be sent somewhere outside the Edify platform. Type or paste the URL of your webhook that you would like to route inbound messages made to the selected phone number to.

  • Message Webhook Header (H): The Message Webhook Header field gives you the ability to define the header details regarding the URL entered in the Message Webhook URL field.

Steps

1. Log into Edify Console at console.edify.cx.

2. Navigate to Numbers > Phone Numbers.

3. Click the number you want to route.

4. Click the pencil icon in the top-right corner of the Numbers container to modify the number.

5. After clicking the pencil icon, you'll be bale to edit the various menus in the container.

6. If you want to route calls made to this number, in the Voice Route To menu select the kind of destination you want to route to. Follow up by providing a value in the Voice Route Data field, which is where you choose a specific destination to route to.

7. Repeat step 6 for the message fields (Message Route To / Message Route Data) if you want to route incoming SMS made to the phone number to a destination.

8. Once you’ve configured how the number should route, click the Save button in the bottom right corner of the container. Or, click the x button to cancel your changes.